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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $110,000.00 - $125,000.00
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
flexible schedule
Professional Development
Job Description
The Los Angeles Rams are a renowned professional football team based in Los Angeles, California. As a staple within the NFL, the Rams organization is committed to delivering excellence, both on and off the field, by fostering a culture of passion, innovation, and community engagement. The team plays its home games at the state-of-the-art SoFi Stadium, a premier sporting and entertainment venue that attracts thousands of fans from around the region and beyond. The organization places a high priority on delivering exceptional fan experiences and ensuring that every interaction with team members and ticket holders exceeds expectations. The Rams are... Show More
Job Requirements
- Bachelor's degree or graduate degree with an emphasis on business, sports management, hospitality, or related field
- 10 plus years of providing superior customer service, preferably with sports teams, live entertainment events, or hospitality business
- 5 plus years in a managerial position leading a service staff focused on retention or sales
- Completion of a professional training program such as Disney, Ritz Carlton, etc. is a plus
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
- Proven success leveraging Microsoft/Salesforce CRM to track client communication and touchpoint campaigns
- Experience using Archtics ticketing system
- Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
- Understanding of digital fan engagement platforms (e.g., Satisfi, mobile apps, text-to-service systems)
- Must be able to work an event-driven schedule including weekends, evenings, and some holidays
- Must be able to attend and work all Los Angeles Rams home games
- Comfortable with face-to-face, in-person experiences with clients, fans and prospects
- Ability to travel around the stadium visiting clients during home games
- Computer and desk work a significant part of daily activities
- Sitting, standing, working with hands for extended periods
- Occasional lifting of up to 25 pounds may be required
Job Qualifications
- Dynamic, self-motivated individual with natural customer service instincts and a deep commitment to service excellence
- Exceptional leadership and team development skills with a proven ability to motivate, coach, and empower a diverse staff
- Collaborative culture builder who thrives in a team environment and works effectively across departments
- Strategic thinker who can execute tactically and adapt in a fast-paced, event-driven environment
- Excellent verbal and written communication skills with the ability to engage internal and external stakeholders, including senior leadership
- Proven ability to build strong relationships while handling sensitive, confidential information with professionalism, and adept at managing high-stress situations or interactions with demanding clients and guests
- Strong critical thinking, problem-solving, conflict resolution and decision-making skills
- Exceptional organizational and project management skills with the ability to prioritize and manage multiple initiatives effectively
- Comfortable meeting with and/or presenting to senior leadership and cross-functional groups
Job Duties
- Develop and execute a service program for Rams Season Ticket Members, including retention strategy, touchpoint campaigns, benefits, gifting and events
- Accountable for recruiting, engaging, developing, motivating and or retaining a team of approximately 18 full-time employees to deliver an exceptional Member and Ticket Holder experience
- Formulate the communication strategy for Rams Season Ticket Members, including, but not limited to, renewal notices, email newsletters, and call/text campaigns for service representatives
- Oversee external communication resources for Rams Season Ticket Members and fans and develop protocols that support company-led direction for messaging, tone, frequency, and style
- Actively research new trends and analyze data to provide ideas and insights to improve the Season Ticket Member program and the overall guest experience for Rams gamedays at SoFi Stadium
- Support the gameday service and operational strategy for Rams games at SoFi Stadium
- Build and maintain strong cross-organizational relationships with SoFi Stadium entities, including Guest Experience, Security, and Operations, to ensure successful event execution
- Responsible for developing and executing the annual renewal strategy for Rams Season Tickets and Stadium Seat License (SSL) payments
- Collaborate with the Ticketing Analytics and Operations teams to determine effective strategies to utilize Salesforce and Archtics to manage Season Ticket Member accounts
- Work with service managers to ensure staff are effectively using the systems and following the service guidelines and protocols
- Oversee the department budget, adhering to financial guidelines and achieving budgetary goals
- Lead, motivate and evaluate the Member Services and Guest Experience staff
- Must be able to clearly communicate service strategy and provide feedback and direction for development
- Develop and coach service team leads/managers to be able to proactively anticipate, comprehend and resolve needs and issues
- Ensure they have the resources needed to effectively support their teams
- Other duties as assigned
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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